Oracle apps crm operations and configuration

Program Agenda
 Introduction
 Apex IT
 CRM in Higher Education

 Recruiting and Matriculation
 Student Service and Student Affairs
 Integration, Expansion and Implementation Best
Practices

Program Objective
Introduce CRM as Complete solution for Higher Education. Show the value of
straightforward capabilities and Higher Ed specific business process within CRM
On Demand. Supporting student constituents from recruit to alumni, CRM Is
critical to maintaining effective relationships with students throughout their
educational career

Slide 2

Who is Apex IT?


An Oracle Certified Platinum Partner, Apex IT supports the
core platforms of the Oracle Applications Family, including:

−
−
−
−


“Apex IT is a gem that is
consistently under
budget and on time.”
- Paul Greenberg,
CRM at the Speed of Light

CRM On Demand
PeopleSoft Enterprise
Siebel
Oracle E-Business Suite

Apex IT is a full service consultancy – our service offering addresses
the entire application implementation continuum - everything from
strategy development and implementation, to change management
and training
− Management Consulting
− Web Services Development
− Upgrade Lab
− Managed Services
− Hosting

Slide 3

Project Scope
Mapped to PeopleSoft CRM Modules

Source: Gartner, Q&A: The Role of CRM in
Higher Education Student Life Cycle
Management, December 2009

“Gartner is beginning of see more consideration
of an “enterprise CRM strategy” – stepping back
from independent initiatives to take a broader
look at the appropriate strategy for the entire
institution’s offerings. .”

Slide 5

Oracle Higher Education Solution Map

Slide 6

Defining CRM
Constituent Relationship Management

Inquiry to Application

Inquiry

360o
Student

Slide 7

Defining CRM
RECRUITING
 Focused on Prospects and
Inquiries


 Generate awareness and define
your brand via marketing
 Track campaigns and
effectiveness
 Drive Prospects toward inquiry
so you can personalize and tailor
the experience

 Guide Inquiries to
Application
 Multi-Channel Communication
Plan

Inquiry

360o
Student

BENEFITS
 Increase Inquiries
 More Applicants
 Lasting first impression
 Automation allows more with less

Slide 8

Defining CRM
ADMISSIONS

 Tailor and personalize the
application to enrollment
experience
 Track all inbound and
outbound interactions

Inquiry

 Focus Admissions Counselors
on high target prospects
 Follow a high-touch plan
 Qualify In, Counsel Out

360o

 Educate early on services
 Manage Events

BENEFITS
Student

 Increase Yield
 Develop relationship with
student through student in
seat
 Higher scoring student
population
 Increase retention from
early interactions

Slide 9

Defining CRM
RETENTION

 Communicate institutional
events, news, services
 Educate about services

 Manage campus or virtual
events
Inquiry

360o

 Pro-actively survey, identifying
At-Risk students based on
demographics and
performance
 Based on results,
automatically create a case
for an advisement session

BENEFITS
Student

 Improve the student
experience/satisfaction
 Increase awareness &
participation in services
and events
 Better understand At-Risk
triggers
 Improve proactive
measures /counseling

Slide 10

Defining CRM
STUDENT SERVICE / HELP DESK
 Provide a Single Virtual Help Desk for
Students, Alumni, Faculty, and Staff


 Allow for multiple channels Including
phone/CTI, email, chat, walk-in, selfservice
 Create comprehensive
knowledge base to lower
cost to serve

Inquiry

 Track all interactions
 Leverage for Student Life
Career Svcs, Minority Svcs,
Accessibility Ctr, Academic
Support…

BENEFITS
 Easier for the student to
interact with institution
 Lower cost of servicing student
 Allow departments to focus on strategy
 Prevent answer shopping
 Provide faster, more consistent service… leading
to satisfaction

360o
Student

Slide 11

Defining CRM
ALUMNI ADVANCEMENT
 Manage the alumni relationship by
understanding past and current interests &
needs


 Target alumni with relevant
outreach & fundraising
 Survey so you can
personalize and tailor future
communication

Inquiry

 Educate on services offered
to alumni
 Track campaigns and
effectiveness

BENEFITS
 Easier for the alumni to
interact with institution
 Build a stronger relationship
and loyalty
 Provide faster, more consistent
service… leading to satisfaction

360o
Student

Slide 12

Project Scope
Mapped to PeopleSoft CRM Modules

Source: Gartner, Q&A: The Role of CRM in
Higher Education Student Life Cycle
Management, December 2009

"For a competitive strategy, Gartner believes
that institutions must have a CRM system for
recruiting in place by 2011. By 2013, an
institution will be at a competitive
disadvantage for recruiting without this type of
relationship solution.”

Slide 13

Best Practices in CRM
Recruiting
BEST PRACTICE

TRANSFORMATIONAL

 Prospect in CRM instead of SIS

 Pre-App Submit data in CRM for quick
reminder to finish

 Automated/Multiple intake channels [online
inquiry forms, list imports from aggregators,
test score loads, email inquiries] tracking
multiple sources

 Track all interactions
 Multiple Communication Channels based
on audience:
− Direct Mail
− Phone
− Email, Online Web Forms (surveys,
newsletters), Prospect Portal
− Chat
− SMS Text
− In Person
− Smartphone App

 5 minute response from online inquiries
 Automate Multi-Channel communications
that are connected and trigger off of
each other (integrated)
 Predictive Modeling scoring of
Prospects/Inquiries that dynamically
changes your Comm Plan…
 That is automated… daily

 Leverage Social Media, and is integrated
 Mobile CRM for Recruiters/Counselors

Slide 14

It’s More than Recruiting
CRM Can Also Be Leveraged For…

• Student Service:
− Once a ticket/case is logged and need to install or fix something in a
classroom, dorm room, building…
− Facilities can leverage to track their dispatch needs

• IT or HR Help Desk:
− Use for employee needs such as IT Help Desk or HR Help Desk
− Use for employee/faculty/staff communication regarding institutional
news, events, or announcements (like HR open enrollment)

• B2B Relationships:
− Track relationships and interactions with corporations (sponsors,
career services, donors, partnerships for adult education)
− PRM (Partner Relationship Management) allows them access to your
system or reports that pertain to them… PRM Portal

Slide 15

Student Success: Service
BEST PRACTICE

TRANSFORMATIONAL

 Create a centralized shared service center
for a “one-stop shop” experience

 Tracking all interactions and advising
sessions, across the university, provides
insight to at-risk students

 Multiple intake channels [phone, email,
chat, walk-up]
 Create a Knowledge Base allowing Service
Reps greater chance of 1st Call Resolution

 Leverage Case Mgmt in Student Life
−
−
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Career Services
Women’s Services
Accessibility Center
Clinical Counseling
Academic Support
Pre-Professional Counseling

 Student Self-Service (complete with
FAQs, searchable knowledge base that
returns results based on who they are,
schedule meetings with Advisors)
 Develop a 360o View of the student
across the lifecycle
 Access to deep analytics/data to see
trends, improve processes and services

 Leverage Case Mgmt for tracking advising
sessions

Slide 16

Student Success: Retention
BEST PRACTICE

TRANSFORMATIONAL

 Leverage CRM capabilities to communicate
services and events to students

 Survey students, identifying potentially
At-Risk candidates…

 CRM for Advising Students and
Understanding their challenges

 Automatically trigger notification to
Advisor
 Integrate with SIS to get GPA,
attendance, automatically flagging
potential Academic Probation scenarios
 Track the steps and plan to get student
back into good academic standing

Retaining students is more challenging than ever:
−65.7% 1st-year retention drops… lowest rate in 25 years 3 (ACT, Inc., 2009)
−59% attend more than one school before graduating with a BA, up from 49% two
decades ago 2 (NCES 2005)
−33% Reverse Transfers in 2007 of all two-year students previously attending a fouryear institution 1 (American Association of Community Colleges)

Slide 17

Oracle CRM On Demand
Comprehensive On Demand CRM
Solution (SaaS)

Built in analytics / data warehouse
Rapid configuration and deployment
Integration to external applications /
other Oracle apps

Industry leading Oracle technology
Deployment Options
Single vendor commitment

Slide 18

Increased Recruiting Yield Through Multi-Channel
Marketing
Strategy to Address

Solution Enablement

KPI

• Increase Prospect to Inquiry
conversion through quicker, hightouch, lower-cost response

• CRMOD: Test Score and Prospect Import
into CRM OD
• ODM: Email to Prospect with link to online
Inquiry Survey

•
•
•
•

# of Prospects
% of Prospect to Inquiry Conversion
Time to follow-up
Avg. duration of conversion

• Increased Inquiry to Applicant
conversion through online
nurturing

• ODM: Personalized content in emails and
online microsites, driving Inquiry to apply
• CRMOD BI: Predictive scoring of Prospects
and Inquiries on likeliness to matriculate
• ODM: Online Inquiry Forms created as
Leads for immediate follow-up

•
•
•
•

# of Inquiries
% of Inquiry to Applicant Conversion
Time to follow-up
Avg. duration of conversion

• Increased Application to
Enrollment yield through
checklists and process

• CRMOD: Track interactions and tasks
• ODM: Communication (email, letters, etc)
through enrollment, educating about student
life

• # of Applicants
• # of stealth applicants
• % of Inquiry to Applicant Conversion

Recruiting Funnel
Prospect
•
•
•
•

HTML Emails
Automated Comm Plans
Guide toward Inquiry Stage
Lower cost communication

Inquiry
•
•
•
•

Inquiry/Lead Mgmt
They showed interest
High-touch interaction
Guide toward Online App

Applicant
• Opportunity Management with
Enrollment Stages (Accept,
Admit, Enrolled)
• Checklists
• High-touch counseling

Matriculate
•
•
•
•

Testing
1st Advisor Session
Enrolling in classes
Communicate about On-Campus
services and events

Slide 19

Increased Student Success Through
Service/Help Desk
Strategy to Address

Solution Enablement

KPI

• Setup telephony system for
call intake and routing

• COD: Contact On Demand provides
telephony and email
• CRMOD integrated with CRMOD provides
screen pops, especially if student ID is entered
into IVR

• Call queue metrics

• Centralize into a
Constituent/Student Service
Desk making it easier for
students to find answers

• CRMOD: provides Case Management,
Workflow, Knowledge Base

• # of Cases in various statuses
• Avg. time to closure
• % of fist call/first day
resolutions

• Interact with Students online

• On Demand Marketing for post-case
satisfaction survey
• Portals

• Avg. Satisfaction Survey Score
• Tier 0 resolution rate

Contact On Demand
• Telephony Intake &
Routing
• Email Intake

CRM On Demand
• Case Management
• Workflow
• Knowledge Management

OD Marketing
• Surveys
• Communication

Slide 20

Increased Student Success in Student Life Services
Strategy to Address
• Schedule appointments with
Student within each dept.

Solution Enablement

KPI

• CRMOD: Schedule appointment between
student and department faculty
• Sync with department advisors Outlook

• # of Appointments

• Track Interactions between
student and advisor

• CRMOD: Track interactions using Service
Requests
• CRMOD: Create To-Dos for follow-up work
• CRMOD: Build a 360 Degree View of the
student

• # of Service Requests

• Create Activities groups for a
checklist of follow-ups (such
as for Academic Probation)

• CRMOD: Checklist of activities

• Retention rate

−
−
−
−
−
−

Career Services
Women’s Services
Accessibility Center
Clinical Counseling
Academic Support
Pre-Professional

CRM On Demand
• Case Management
• Workflow
• Task Management

Slide 21

Increased Retention Through Student Success
Initiatives
Strategy to Address

Solution Enablement

KPI

• Communicate to students
regarding services and events

• ODM: Send news, events, and info about
services available to students
• ODM: Event registration
• CRMOD: Event attendance tracking

• # of communications per
student
• Event registration success

• Send invite for student survey,
identifying At-Risk students

• ODM: Email leading to an online survey will
help identify at-risk students
• ODM: Weighted survey results could notify
advisor, creating a Service Request

• Retention rate
• Avg. Survey score

OD Marketing
• Surveys
• Communication

CRM On Demand
• Case Management
• Workflow
• Task Management

Slide 22

Oracle CRM On Demand With Apex IT

 Higher Education
Expertise
 Strategic Vision-Best
Practices
 Complete Life Cycle
deployment
 Implementation
Accelerators
 SIS Integration

Slide 23

Oracle CRM On Demand With Apex IT

 Student Success
Accelerators:
 Matriculation
 Recruiting
 Student Services

Slide 24

Applicant Details

Real time tracking of
Recruiting and
Matriculation details

Slide 26

Integration and Expansion

 CRM On Demand
Designed to Integrate
 Web Services, Mashups
 Social Networking
 Web Links
 SIS Integration

Slide 27

Should you require any further
information please do not hesitate to
contact us
• http://www.oraclecourseonline.com

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contact us:
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Slide 29

Oracle apps crm operations and configuration

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